O pozici
Relocity is reimagining the global mobility experience. We enable enterprises to attract, retain, and engage talent globally. Powered by our AI-driven workforce mobility platform, we bring together local experts and insightful content in our native mobile app to deliver an excellent user experience for people on the move. Our core values drive us to focus on our customers, innovation, integrity, and excellence. Relocity serves hundreds of cities in more than 40 markets across the United States, Europe, Asia, and Australia. Learn more at www.relocity.com .
Co budeš dělat
- The Product Support Specialist serves as the first line of support for Relocity's platform, helping internal teams, clients, and partners troubleshoot issues, navigate the product, and deliver an exceptional customer experience.
- This role sits at the intersection of customer support and product operations. You will spend the majority of your time managing incoming support requests, troubleshooting issues, coordinating across teams, and ensuring customers receive timely and thoughtful resolutions. You will also develop a deep understanding of Relocity's web and mobile applications so you can confidently answer questions, r
- Support & Ticket Management (Primary Focus – Approximately 80%)
Manage incoming support requests through Intercom and other support channels
Respond to internal employees, clients, and partners with professionalism, empathy, and urgency
Investigate issues, gather information, and identify potential root causes
Reproduce reported issues and document findings clearly
Escalate issues to Product, Engi
- Product Knowledge & Issue Resolution (Approximately 20%)
Develop a strong understanding of Relocity's web and mobile applications
Navigate the platform confidently to support users and troubleshoot issues
Reproduce reported issues and help validate fixes
Participate in feature reviews and provide feedback from a user perspective
Collaborate with Product and Engineering teams to improve the custome
- Continuous Improvement
Contribute to the creation and maintenance of Knowledge Base documentation
Identify opportunities to improve support processes and workflows
Document recurring customer feedback and feature requests
Assist with support reporting and trend analysis
Participate in daily team standups and cross-functional collaboration
Support special projects that improve customer experience a
Koho hledáme
- You take ownership and follow through on commitments
- You are naturally curious and enjoy figuring out how things work
- You communicate clearly and professionally, even in challenging situations
- You can manage multiple priorities and adapt quickly as needs change
- You know when to work independently and when to seek support or escalate an issue
- You are organized, resourceful, and comfortable operating in a fast-paced environment
- You enjoy collaborating with teammates and building strong working relationships
- You proactively identify problems and look for solutions rather than waiting for direction
- 3+ years of experience in technical product support, SaaS support, customer support, customer success, or a related customer-facing role
- Experience supporting software products, web applications, or mobile applications
- Exceptional written and verbal communication skills
- Strong organizational skills and attention to detail
- Ability to manage multiple priorities while maintaining a high level of quality and responsiveness
- Demonstrated problem-solving and critical thinking skills
- Experience investigating issues, troubleshooting customer concerns, and communicating solutions clearly
- Ability to work independently while collaborating effectively across teams
- Comfort learning new technologies, systems, and workflows
- Familiarity with ticketing platforms such as Intercom, Zendesk, Jira, or similar tools
Benefity
- Competitive salary
- Paid Time Off
- Health, Dental, Vision, LTD Insurance
- 401k
- Remote workplace
